Customer Care Executive

OVERVIEW

As a Customer Support Executive at ThruDark, you will play a key role in delivering exceptional service to our customers across all channels. You will manage orders, returns, and repairs while ensuring every interaction reflects ThruDark’s commitment to quality, integrity, and customer satisfaction.

This position requires strong organisational skills, attention to detail, and the ability to adapt quickly in a fast-paced environment. You’ll work closely with internal and external teams to ensure a seamless end-to-end customer experience.

RESPONSIBILITIES

Primary Responsibilities

• Deliver exceptional customer support across all channels (email, phone, live chat), ensuring prompt, professional, and effective resolution of all inquiries related to orders, returns, repairs, shipping, and product information.
• Maintain a consistent and authentic brand voice in all communications, reflecting ThruDark’s core values of Humility, Unity, and Integrity.
• Manage customer interactions and order workflows using internal systems such as Shopify, Gorgias, and Google applications, ensuring accurate records and timely updates.
• Coordinate returns, exchanges, and repairs, including creating and tracking courier documentation, and liaising with ThruDark’s 3PL warehouse and logistics teams to ensure smooth fulfilment.
• Collaborate with internal and external teams to resolve issues efficiently and uphold a seamless customer experience.
• Stay informed on current promotions, product launches, and policy updates, ensuring customers receive accurate and timely information.
• Support customers using AI-powered tools, ensuring smooth operation and consistent service standards.
• Contribute to continuous improvement by identifying opportunities to streamline processes, enhance efficiency, and strengthen customer satisfaction.
• Assist the Head of Customer Care & Quality with performance reporting, feedback analysis, and improvement projects.

Secondary Responsibilities

• Provide cross-functional support across departments such as Quality, Compliance, Operations, and Retail when required.
• Assist during peak periods, product launches, or special events to ensure smooth customer and operational delivery.
• Participate in internal projects or initiatives that contribute to improving overall business performance.
• Support the implementation of new systems, processes, or compliance requirements as directed by management, including the support and onboarding of new staff.
• Undertake any other reasonable duties as required, in line with business needs and ThruDark’s operational priorities.

ABOUT YOU

• Previous experience in a customer support or service role, ideally in retail or e-commerce.
• Working knowledge of Shopify, Customer Support Ticketing Platforms, and Google/MS office applications, experience with AI-based customer platforms is an advantage.
• Strong ability to manage multiple tasks and deliver results in a fast-paced environment.
• High level of accuracy in managing customer requests, data, and order processing.
• Comfortable working with changing priorities, promotions, and customer needs.
• Excellent written and verbal communication with a professional and empathetic tone.
• Experience working with third party courier and return systems to manage shipments, returns, and repairs.

IN RETURN:

• Be part of a passionate, friendly, and driven team.
• ThruDark kit contribution, paid quarterly.
• Access to the latest tech and software required for your role.
• A starter bundle of ThruDark kit to get you going from day one.
• Flexible working hours and hybrid-working options.
• Enhanced self-sacrifice pension scheme.
• Regular team events and outings.
• Onsite gym for personal use.
• Private medical cover to support your health and wellbeing.
• Life assurance and critical illness cover for peace of mind.